Cant make calls

[jdeery10]

For the past two months my phone will not make or receive calls. I can Text, use data and use all other features but it simply won't dial. I have a prepaid Transpyre phone. I've raised the issue with customer service but apparently proper service isn't important to them as they have no interest in responding to my request for help and I've been unable to get anyone to help in store because I keep getting trouble tickets that claim a response in 24-48 hours with no followup so I'm just going to assume Verizon can't figure it out and doesn't care to help.

I've always been current on my plan and have paid to basically use text since I use WiFi most of the time anyway.

I lost my first Transpyre around January. My 2nd transpyre stopped turning on within a couple of months and so this is my third Transpyre and I'm tired of shelling out money for new phones which is what I suspect Verizon expects me to do to solve this current issue.

The store hard reset my phone and replaced the SIM card to no avail. Then had the nerve to ask me to put my SIM into a "friends" phone because they didn't have another phone that could text my SIM in the store. That was their final solution after I spent over two hours on the phone in their store with customer service who ultimately issued me a trouble ticket that they never bothered to update. That was sometime in July. So I guess I wont hold my breath.

So, since Verizon won't help, does anyone have a solution why a phone can't dial out but can still text, etc? Without having to buy yet another phone?

Thank you!

[Snn5]

I suspect improper voice provisioning and incomplete port in from previous carrier perhaps.  Call  888--844-7095 for the porting dept.  Seems a little late now, but worth a shot.

[vzw_customer_support · Accepted solution]

Being able to make calls is very important. I am sorry to see that a customer with these issues. Due to the fact that it's prepaid, they would be the best option. We are unableto access those accounts I'm sorry.  Please call (888) 294-6804 for help.
BobbyN_VZW
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If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

[Snn5]

Please tell us why Verizon cannot access Verizon Prepaid accounts, but can access Postpaid accounts? 

[deloused]

It is because Verizon uses an outsourced customer service company for prepaid.

[Snn5]

Smashing theory sir!  Could be spot on.  That does make sense.

[Snn5]

However, in afterthought, Prepaid accounts do have an account number for which CS uses to access info.  That acct number is basically the phone number I believe, for which Verizon knows you are calling from, so in hindsight, maybe we still don't know.

[deloused]

Thanks! It's not a theory tho. 🙂 You can ask the reps when you call too, I have done that.

[Snn5]

Sorry, I edited after posting, but cannot edit within the 5 min time limit for some reason.

[vzw_customer_support]

I'll be happy to clarify Snn5. Our pre-paid accounts are handled by a seperate department that only work with pre-paid accounts for billing, troubleshooting, etc. Since we only handle post paid accounts, we would not have access to pre-paid account information in our system. I apolgoize for the inconvenience this may have caused.

Thank You,
MichelleS_VZW
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If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

[Snn5]

OK, that makes more sense now.  Verizon support is extended to Postpaid accounts here in the Community, but a separate department of customer support handles Prepaid accounts, but that department does not engage in support in the Community.

[jdeery10]

"Please call (888) 294-6804 for help."

I'll do that as soon as my phone dials out. Thanks for the sound advice.